Cannot get authorisation and claim rejected due to no preauthorisation

I tried to get preauthorisation for a procedure for my newborn by sending an email to *** on 29 May [MI***] and 4 June [MI***] and did not receive a response. I called the call centre twice before being admitted and the agents told me that I need to try get authorisation once I'm in hospital. From hospital (12 June) I called for authorisation and the agent told me that they do not give separate authorisation as it falls under the same authorisation as the birth preauthorisation which I had already received. My fiance also called and was told that they create a dummy file for the baby where they load authorisation until he is registered onto my medical aid which the agent assisted in doing (reference FED***0). After all of that, the claim was rejected due to not receiving authorisation.